Service Operations General Manager, EAGM Zone

Role overview

Strategy and cross-functional partnership

• Develop and execute EAGM service delivery strategy aligned with enterprise priorities, customer needs, and regional growth objectives.
• Align service delivery and service sales strategy with competition; define customer satisfaction indicators and translate priorities into measurable execution mechanisms.
• Simplify and harmonize service processes across LCTs, including business operations, field operations, product service, customer experience, and safety.
• Partner with Global Service Organization, EAGM leadership, Service Sales, OTR, Finance, HR, Quality, EHS, and other regional and global teams to coordinate execution.
• Support service growth, renewals, customer retention, strategic deals, budgeting, long-term strategy, operating reviews, and resource planning.

P&L and operational performance

• Drive operational and financial growth initiatives, cost control, contribution margin, cash, billing, contract execution support, warranty, and operational efficiency.
• Develop field service profitability metrics and resource models that improve productivity while protecting customer experience and service quality.
• Lead operating reviews and daily management systems to monitor performance, identify gaps, and drive corrective action.
• Improve field and remote service productivity through standard work, capacity management, resource optimization, digital tools, and continuous improvement.
• Monitor installed base, installations, contracts, warranty, point of sale, billing, ODS, cost, cash, and service execution metrics.

Customer experience and continuous improvement

• Build customer relationships and provide leadership in critical customer interfaces; own customer escalations and coordinate effective resolution.
• Improve CSAT, time to resolution, first-call resolution, service quality, escalation management, and consistency across customer-facing service delivery.
• Use service data, customer feedback, benchmarking, and operating reviews to identify systemic issues and drive sustainable improvements.
• Champion Heartbeat and the GEHC business system, including standard work, daily management, visual management, KPI discipline, and root-cause problem solving.

Organization, safety, and outcomes

• Lead, coach, recruit, and develop service leaders; build an inclusive, accountable, collaborative, high-performance culture and lead transformation.
• Ensure the organization has appropriate structure, capabilities, and operating mechanisms for current commitments and future growth.
• Promote a safe work environment and compliance with EHS policies, regulatory requirements, service documentation, training, and customer commitments.
• Key success measures include service P&L, contribution margin, cash, customer experience, safety, quality, compliance, productivity, talent development, and service consistency.

Qualifications and requirements

• Bachelor's degree (BA/BS).
• Extensive experience in healthcare services, service delivery, technical operations, OTR, or supply chain management.
• 10+ years of senior-level sales management, product, and/or general management experience.
• Demonstrated business and financial acumen, problem solving, influence, motivation, and change leadership.
• Extensive process improvement, lean, and project management experience, with solid analytical skills.
• Willingness and ability to travel within the international geography; experience leading remote teams and orchestrating resources.
• Strong communication, influencing, team-building, cross-functional collaboration, cultural awareness, strategic thinking, and operating rigor.
• Lean practitioner and fluency in English.
• Desired: master's/MBA degree, broader MedTech experience, and familiarity with other GE HealthCare segments and supply chain structures.

Location

• The posting states the role may be conducted from any country within EAGM; the final location will be the successful candidate's location or a mutually agreed alternative within EAGM.
• International travel within the geography is required.